The MAS Service Manager is responsible for the successful delivery of MANAGEservices (MAS) services to Bentley users. The MAS Service Manager reports to the MAS Services Management Director and will be part of a multi-functional team.
Essential Job Functions
•Ensure the end to end delivery of a MAS environment for key users in accordance with the principles of ITIL
•Work alongside the project team during user onboarding/transition to provide MAS expertise and advice
•Monitor the process implementation to ensure all aspects of MAS have been set up according to the agreed SLAs and quality standards
•Ensure MAS processes are communicated across all stakeholders and that these processes are being followed and maintained
•Demonstrate the quality of the service provided by pro-actively managing: ◦Escalations, ◦Risks, ◦Issues, ◦Incidents, ◦Problem resolution, ◦Software licensing, ◦Service continuity/availability, ◦Capacity, ◦Change
•Provide regular performance reporting to both external and internal stakeholders
•Hold regular review meetings with the user with a view to user adoption and improved usage
•Identify and implement continual service improvement
•Strong leadership skills
•Strong communication, presentation, negotiation and influencing skills
•Team player, able to direct others to participation as part of a cross-regional/functional team and work with business partners and vendors to deliver Managed Services
•Excellent oral and written communication skills
•Self starter, able to take the initiative with ability to work with minimal supervision or guidance
•Travel may be required for the project meetings, reviews, etc. The amount of travel may be as much as 25% per year. Depending on the project, regular attendance on site at the user location may be required.